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16 Cards in this Set
- Front
- Back
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Conflict resolution
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Negotiation to find a solution to the conflict.
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Win-win negotiating
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Both parties feel that they have “come out ahead” and are satisfied with the resolution.
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Stages of Conflict Resolution
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Intrapersonal evaluation of the problem- each person analyzes the problem alone.
Interpersonal definition of the problem - both parties get together to work out solution Discuss shared goals – what are needs or desires of both parties? Determine possible solutions – start with long list then eliminate solutions that are unacceptable Weigh goals against solutions - may involve compromise Evaluate the solution – after time has passed. Did the solution work? |
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Resolving Online Conflict
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Don’t respond right away
Read the post again later Discuss with someone Assume that people mean well Clarify Think about what you want Verbalize what you want Use “I” statements Use feeling statements Choose words carefully Place self in others’ shoes Use emotions to express tone Start and end posts with positives |
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Defensive Communication
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One person tries to defend him/herself from the remarks or behavior of the other.
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Defensive and supportive behaviors
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Evaluation (judgment) versus description (of problem)
Control (always right) versus problem solving (reaching solution) Strategy (manipulative) versus spontaneity (genuine) Neutrality (look at both sides)versus empathy (identifying with feelings) Superiority versus equality Certainty (always right) versus provisionalism (both points of view.) |
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Evaluative Statement
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“It’s so inconsiderate of you to play your music so loud at night. I can’t sleep!!!!!!!”
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Descriptive Statement
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“I had trouble sleeping last night because the music was so loud.”
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Strategic Statement
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“I’m working so hard and you never help me!!! Your parents are coming for dinner Sunday and you haven’t lifted a finger to help with the preparations.”
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Spontaneous Statement
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“I’m feeling really overwhelmed right now. Can you help me with the shopping for dinner on Sunday?”
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Dealing With Rejection
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Avoid self-defeating assumptions
Don’t magnify its impact Don’t let them compromise or derail your dreams Engage in self-reflection |
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Dealing with Conflict at Work
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Plan, prepare, rehearse.
Set an appropriate climate. Adopt a constructive attitude. Assertively state the message. Allow your message to sink in. Listen carefully to the response. Restate, clarify, and recycle. Focus on solutions, not personalities. Plan to evaluate solutions. |
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Perceptual differences that can cause conflict
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Culture, race, and ethnicity
Gender and sexuality Knowledge |
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Conflict generally occurs because of
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Procedure - set rules for group at first meeting
Power - choosing leader Work distribution - can cause conflict if unequal |
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Substantive conflict
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Occurs when people have different reactions to an idea.
Conflict can be constructive and valuable. |
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Managing Group Conflict
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Avoidance of unimportant issues
Accommodation if issue is not equally important to both sides. Competition- some members of group want to “win” Collaboration of conflicting parties to meet each others’ needs Compromise- each side gives up something to get desired outcome |
